The value of cloud computing to ITSM


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Use of free or cheap tools from SAAS and the cloud to support ITSM. There's a lot out there that can plug a hole if you can't afford the big expensive tool sets.

Presented at itSMFA August 2010.

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The value of cloud computing to ITSM

  1. 1. The Value of Cloud Computing to ITSM Patrick Keogh Lucid IT [email_address]
  2. 2. Abstract <ul><li>This presentation will survey key examples of cloud computing services that can support ITSM processes. Many of these services are cheap or &quot;free&quot;, have high availability and scalability and can deliver rapid deployment of capability. Cloud computing services that will be considered include those built and offered specifically to support ITSM activity as well as other more general purpose tools that can be repurposed to support your ITSM processes. In addition cloud computing promises to improve organisational sustainability, with lower energy footprint per user than many other solutions. This field is rapidly changing and there are many entrants, so this presentation will serve to give attendees an introduction to what is out there, and for those with existing experience it will add to their knowledge. </li></ul>
  3. 3. Why cloud computing for ITSM? <ul><li>Reduced capital cost </li></ul><ul><li>Reduced implementation time </li></ul><ul><li>Reduced requirement for in-house skills </li></ul><ul><li>Reduced environmental impact </li></ul><ul><li>Reduced support cost </li></ul><ul><li>Enhanced scalability </li></ul><ul><li>Increased geographic reach </li></ul><ul><li>Try before you buy </li></ul>
  4. 4. SAAS <ul><li>Software As A Service (SAAS) key features ( from Wikipedia article ) </li></ul><ul><ul><li>network-based access to, and management of, commercially available software </li></ul></ul><ul><ul><li>activities managed from central locations rather than at each customer's site, enabling customers to access applications remotely via the Web </li></ul></ul><ul><ul><li>application delivery typically closer to a one-to-many model (single instance, multi-tenant architecture) than to a one-to-one model, including architecture, pricing, partnering, and management characteristics </li></ul></ul><ul><ul><li>centralized feature updating, which obviates the need for end-users to download patches and upgrades. </li></ul></ul>
  5. 5. Cloud computing <ul><li>Cloud computing builds on the ideas of SAAS </li></ul><ul><li>Connotations of a very large, massively shared and geographically distributed environment </li></ul><ul><li>Examples: </li></ul><ul><ul><li>Google </li></ul></ul><ul><ul><li>Yahoo </li></ul></ul><ul><ul><li> </li></ul></ul>
  6. 6. Risks <ul><li>Less flexibility in terms of warranty </li></ul><ul><li>Data access and control for disengagement </li></ul><ul><li>Privacy (if the data isn’t in Australia, whose laws apply?) </li></ul>
  7. 7. Open Source or Proprietary? <ul><li>Issue is not as important for cloud/SAAS as we have traditionally viewed it, because: </li></ul><ul><ul><li>Lower cost of switching, with no hardware cost or software licence cost </li></ul></ul><ul><ul><li>Well defined clean interface (what is or is not part of the service) </li></ul></ul><ul><li>Nevertheless the issue still remains and the usual considerations apply (utility, support). </li></ul>
  8. 8. Disclaimer <ul><li>This presentation identifies products and services that are available. </li></ul><ul><li>The list is not exhaustive. The tools are identified only as representative samples. You may find other tools that meet your requirements just as well or better. The market place is dynamic, and offerings come and go quickly. </li></ul><ul><li>No representation is made as to the quality or suitability of the tools. You must rely on your own evaluation as to their quality and suitability! </li></ul>
  9. 9. General purpose/repurposed tools <ul><li>Doodle and Google Calendar Meeting scheduling, release calendar, FSC </li></ul><ul><li>Moodle Learning Management System </li></ul><ul><li>eXe Courseware development </li></ul><ul><li>Second Life and other virtual worlds </li></ul><ul><ul><li>Google Docs , Slideshare , YouTube etc. hosted document repositories </li></ul></ul><ul><li>Intalio , Cuteflow , Process Maker Workflow and Business Process Management </li></ul><ul><ul><li>SurveyMonkey Surveys </li></ul></ul><ul><ul><li>Wikis, Blogs etc. </li></ul></ul>
  10. 10. Built to suit <ul><ul><li>Requirements and test management </li></ul></ul><ul><ul><li>Tracecloud , PractiTest , Qmetry </li></ul></ul><ul><ul><li>Knowledge management </li></ul></ul><ul><ul><li> , SharePoint, Google, Yahoo </li></ul></ul><ul><li>Hosted/SAAS ITSM solutions: </li></ul><ul><ul><li>Service Now </li></ul></ul><ul><ul><li>Numara FootPrints </li></ul></ul><ul><ul><li>Livetime </li></ul></ul><ul><ul><li>Axios </li></ul></ul><ul><ul><li>BMC Remedy </li></ul></ul>
  11. 11. Doodle <ul><li>Online scheduling tool – poll a group to find a mutually agreeable meeting time </li></ul><ul><li>Free for basic features, or you can pay for more </li></ul>
  12. 12. Google Calendar <ul><li>Shared calendar accessible from almost any networked device </li></ul><ul><li>Integration with Outlook, iPhone, Android etc. </li></ul>
  13. 13. Moodle <ul><li>Open source Learning Management System </li></ul><ul><li>Hosted versions available, some free </li></ul><ul><li>Allows you to build online courseware, keep records of student participation/results </li></ul><ul><li>Good enough for many universities and colleges! </li></ul><ul><li>eXe (not cloud, but open source) </li></ul><ul><ul><li>Courseware Authoring tool </li></ul></ul><ul><ul><li>Build training packages for web, Moodle, your iPhone etc. etc. </li></ul></ul>
  14. 14. Second Life <ul><li>Virtual realities have gotten a small foothold in the business world </li></ul><ul><li>May be useful for collaboration, virtual meetings. </li></ul><ul><li>Imagine being able to walk around in your Technical Service Catalogue to visualise dependencies for a CAB meeting! </li></ul><ul><li>The technology is there, just a matter of finding the right justification - as energy costs go up, virtual looks cheaper… </li></ul>
  15. 15. Google Docs (or other similar) <ul><li>Shared document repository </li></ul><ul><li>Visible from anywhere on the web </li></ul>
  16. 16. Slideshare <ul><li>Hosted PowerPoint etc. </li></ul><ul><li>Can add audio (hosted webinars) </li></ul>
  17. 17. Workflow and BPM <ul><li>Open Source solutions maturing: </li></ul><ul><ul><li>Intalio </li></ul></ul><ul><ul><li>Cuteflow </li></ul></ul><ul><ul><li>Process Maker </li></ul></ul><ul><li>Some such as Intalio and Process Maker available as SAAS </li></ul>
  18. 18. Wikis, blogs etc. <ul><li>Lots out there, but you’d probably want closer integration with other tools/processes </li></ul><ul><li>See the Knowledge Management material below for a better solution </li></ul><ul><li>If you really want to build standalone, look at PBWorks, Wordpress or the Google offerings </li></ul>
  19. 19. Purpose built ITSM Solutions
  20. 20. How much ITSM do you need? <ul><li>A minimalist set: </li></ul><ul><ul><li>Incident, Problem, Request Fulfillment </li></ul></ul><ul><ul><li>Change and SACM </li></ul></ul><ul><ul><li>Service Catalogue </li></ul></ul><ul><li>More ambitious: </li></ul><ul><ul><li>Service Request and user self help </li></ul></ul><ul><ul><li>Evaluation of a Service </li></ul></ul><ul><ul><li>SLM, Service Costing </li></ul></ul><ul><ul><li>Availability and Capacity monitoring and reporting </li></ul></ul><ul><li>Probably keep separate: </li></ul><ul><ul><li>Release & Deployment, Service Validation & Testing </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul><ul><ul><li>Security, ITSCM, Supplier Management </li></ul></ul><ul><ul><li>Service Strategy?? </li></ul></ul>
  21. 21. Evaluating a cloud ITSM solution <ul><li>Ability to extract all of your data on a routine basis! </li></ul><ul><li>Support the processes that you want to address (from previous slide) </li></ul><ul><li>Reporting, reporting, reporting, reporting, reporting! </li></ul><ul><li>Fit your process requirements (especially workflowed Change models etc.) </li></ul><ul><li>Integration with tools on your infrastructure </li></ul><ul><ul><li>Integration with E2E availability/capacity monitoring and Event Management </li></ul></ul><ul><ul><li>CMS, particularly verification and audit (plug in auto discovery tools) </li></ul></ul><ul><ul><li>Financials </li></ul></ul><ul><li>Security/privacy. </li></ul><ul><li>A lot of it is about the risks of external supply. </li></ul>
  22. 22. Knowledge Management <ul><li>SharePoint offers similar capabilities and there are many SAAS providers out there </li></ul><ul><li>Yahoo! Google as well. </li></ul><ul><li> “rolls up” and provides a portal to many of the KM tools that you’d be familiar with (wikis, blogs, calendars, repositories, discussion boards etc.). Open source software with a SAAS solution available </li></ul>
  23. 23. Hosted ITSM Solutions <ul><li>“ Traditional” ITSM tool providers now offer a SAAS service for their software suites. Examples: </li></ul><ul><ul><li>Numara FootPrints, Livetime, Axios Assyst , BMC Remedy. </li></ul></ul><ul><ul><li>If you have one or more tools in mind then talk to the vendor about whether a hosted/SAAS solution is available and would be appropriate for your needs. </li></ul></ul><ul><li>Entrants to the market for whom SAAS is key vehicle eg. Service Now. </li></ul><ul><li>Benefits from SAAS/Cloud computing would apply to these tools, but be careful of the issues that are identified above in terms of selection criteria. Any one of these might be a “show stopper” for your organization. </li></ul><ul><li>Important to consider the risks as well as the cost/benefit considerations. </li></ul>
  24. 24. Summary <ul><li>Real advantages to using SAAS/Cloud computing as a way of provisioning tools to support your ITSM processes. These processes are similar in many ways to mainstream business processes, so there are many tools out there which can serve to enhance and leverage your ITSM capabilities and resources. </li></ul><ul><li>Significant and growing market place for specialist ITSM tools that are offered via SAAS/Cloud computing. </li></ul><ul><li>Benefits are real, the costs are lower but there are some risks that you have to manage that are distinct to the SAAS/Cloud environment. </li></ul>
  25. 25. Questions / Comments?